Customer relationship management crm technology promises to help your enterprise do just that but implementing crm presents unprecedented challenges throughout the organization in the crm handbook leading crm expert jill dyche concise to the point best practices for making crm work jill dyche begins by introducing crms value proposition and demonstrating how it can significantly enhance the customers experience. Partner peppers and rogers group to compete in todays competitive marketplace customer focus is no longer simply nice to have its a fundamental mandate this book is a managers best friend providing both a primer and a how to guide to defining and implementing customer relationship management. The crm handbook a business guide to customer relationship management the crm handbook jill dyche jill dych mary obrien addison wesley professional 2002 business economics 307. Praise for crm handbook the a business guide to customer relationship management jill dyches crm handbook is a good read for crm novices and seasoned practitioners alike dyches well written pragmatic approach to understanding crms evolution and purpose is a map to a successful crm program. The crm handbook provides an outstanding roadmap for putting human contact relevant accurate informed human contact back at the heart of the business customer relationship thats the challenge and the sole goal of customer relationship management charles d morgan ceo and company leader axiom corporation